Difficult Situation Wrong Product in Online Order

CELPIP Speaking Difficult Situation Received the Wrong Product in an Online Order

Received the Wrong Product in an Online Order. You ordered a pair of wireless headphones online, but the package you received contains a different item. Call customer support, explain the issue, and request a solution.

Preparation: 60 seconds Speaking: 60 seconds

Tips:

• Explain the problem clearly
• Mention your order details
• Stay polite and calm
• Request a replacement or refund
• Sound natural and conversational

Vocabulary:

• I recently placed an order
• I received the wrong item
• According to my order number
• Is there any way to arrange
• I’d really appreciate your assistance
• Replacement / refund
• Shipping label

CELPIP Speaking Difficult Situation Received the Wrong Product in an Online Order

Hi, good afternoon. My name is David Miller, and I’m calling because I received the wrong item in my online order today. I had ordered a pair of Sony wireless headphones, but when I opened the package, it contained a Bluetooth speaker instead.

My order number is #482917, and I placed the order two days ago through your website. The delivery arrived around 11 AM this morning here in Vancouver. I double-checked my confirmation email, and it clearly shows that I purchased the headphones, so I think there might have been a packing mistake.

I’d really appreciate it if you could help me arrange a replacement. I’m okay to return this item; just let me know if I need a prepaid shipping label or if a pickup can be scheduled.

This is quite urgent because I need the headphones for an upcoming work presentation. Thank you so much for your assistance—I really appreciate your help.

Common Mistakes to Avoid

• Speaking too fast out of nervousness

• Giving unnecessary backstory

• Not explaining what you want (replacement/refund)

• Sounding memorized or robotic

• Using very basic vocabulary

• Forgetting to stay polite

Extra Sample Phrases (High-Scoring)

• “I completely understand mistakes happen.”

• “Just to clarify, I ordered…”

• “I checked the tracking details, and everything seemed correct.”

• “Is there any way to expedite the replacement?”

• “Please let me know the next steps.”

Also Check: Difference Between CELPIP General and LS (Listening & Speaking)